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Openreach Engineer laying fibre in a duct as part of BT’s £2.5bn super-fast broadband programme.

As a result of Ofcom’s intervention, BT, Sky, TalkTalk, Virgin Media and Zen Internet – who together serve around 90% of landline and broadband customers in the UK – have agreed to introduce automatic compensation which will reflect the harm consumers suffer when things go wrong.

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“So, providers will have to pay money back automatically, whenever repairs or installations don’t happen on time, or an engineer doesn’t turn up. People will get the money they deserve, while providers will want to work harder to improve their service.”